Complaints /Resolution Officer (Housing)

Daniel Owen; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading social housing organisation is seeking a Complaints / Resolution Officer to manage complaints and support compliance. This role is crucial for ensuring high-quality service delivery to residents and involves collaboration with various stakeholders to enhance complaint resolution processes.

Qualifications

• Ability to handle large caseloads and liaise with solicitors.
• Focus on improving customer service and complaint handling.
• Strong verbal and written communication skills.

Responsibilities

• Handle customer complaints and enquiries effectively.
• Support management with reports and KPIs.
• Ensure proper routing of queries within the team.

Skills

Complaint handling

Communication

Decision making

Tools

Microsoft Word

Microsoft Excel

Job description

Complaints / Resolution Officer (Housing)

Responsible for handling customer complaints, member and MP enquiries, and statutory enquiries.

Location: South East London

Hybrid working: 2 days in the office / 3 days from home

Temporary role with potential to become permanent

• Dealing with stage 1 complaints

Leading social housing organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance, ensuring smooth day-to-day repairs service to residents and front-line staff. Responsibilities include answering calls, supporting management with reports and KPIs, and handling queries from front-line staff to ensure proper routing within the team.

We seek individuals who can support operational tasks and bring innovative ideas to improve services in a citizen-focused, transparent manner. The role involves ensuring the council meets its obligations in handling statutory and non-statutory complaints, facilitating issue resolution, and promoting shared learning for service improvements.

Key skills:

• Handling large case loads
• Liaising with solicitors and contractors
• Maintaining accuracy and completeness in work, staying calm under pressure, making informed decisions
• Excellent complaint handling and communication skills, with a focus on improving customer service
• Commitment to personal learning and development
• Proficiency in Microsoft Word and Excel
• Strong verbal and written communication skills